Nicholas Sjoblom
@nicholassjoblom
Senior IT Service Desk Analyst with extensive technical support experience.
United StatesWhat I'm looking for
I am a Senior IT Service Desk Analyst with over 10 years of experience in providing exceptional technical support across various healthcare organizations. Currently, I work remotely for Highspring, where I support four major hospital clients, ensuring their IT systems operate smoothly and efficiently. My role involves troubleshooting technical issues, documenting activities across multiple ticketing systems, and providing friendly customer-oriented support through various channels.
Previously, I served as a Service Desk Analyst II at Kootenai Health, where I was the primary point of contact for software and hardware support. I collaborated with software vendors to resolve errors and enhance user experiences. My commitment to training and mentoring new service desk analysts has helped foster a culture of excellence and customer service within my teams. I hold a Bachelor of Science in Business Information Systems from the University of Idaho, where I graduated with honors.
Experience
Work history, roles, and key accomplishments
Senior IT Service Desk Analyst
Highspring
Nov 2022 - Present (2 years 8 months)
Provided first-level technical support for four major hospital clients across the U.S. simultaneously, including Kootenai Health, Benefis Health System, Legacy Health, and Luxium Solutions. Documented all activities across multiple ticketing systems quickly, clearly, and accurately, escalating urgent tickets to vendors, on-call support, and tier 2 support as needed.
Service Desk Analyst II
Kootenai Health
Jul 2016 - Present (9 years)
Acted as primary software and hardware support for Kootenai Health, including all outside clinics, and worked with software vendors to investigate errors and implement future product updates. Accessed employee technological needs and coordinated purchasing and fulfillment of hardware and software requests.
Technical Support Lead
University of Idaho
Aug 2015 - Present (9 years 11 months)
Managed help desk staffing, keeping employees engaged and encouraging great customer service, and trained ten help desk employees on effectively troubleshooting and customer relationship building. Remotely assisted customers with software and website issues using LogMeIn Rescue.
Education
Degrees, certifications, and relevant coursework
UIUniversity of Idaho
Bachelor of Science, Business Information Systems
Grade: 3.67
Activities and societies: Minor: Accounting
Completed a Bachelor of Science in Business Information Systems. Focused on the intersection of business and technology, gaining skills in information systems management. Achieved an overall GPA of 3.67 and was recognized with the Alpha Iota Mu Award for outstanding accomplishment in business information systems.
Availability
Location
United StatesAuthorized to work in
Job categories
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